Customer Service Representative II

Nidec Drives; St. Louis (MO); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Nidec Drives is seeking an HVAC Customer Service Representative II to support customers and internal teams with information, questions, and issue resolution. The role acts as the voice of the customer across departments within the sales order process.

The ideal candidate has 3–5 years of customer service experience, HVAC product exposure, and strong communication and PC skills. The position follows a 3/2 hybrid schedule, with potential in-office days as needed.

Qualifications

• Excellent communication skills (oral and written).
• Ability to prioritize, manage time, and maintain attention to detail.
• Strong PC skills and proficiency in Microsoft Office.
• Experience with ERP systems like Oracle and AX/Dynamics 365 is a plus.

Responsibilities

• Assist customers and internal teams by providing information and resolving issues.
• Serve as the voice of the customer to multiple departments (engineering, quality, operations).
• Provide lead times, pricing, availability, delivery dates, order acknowledgments, updates, and shipping information.
• Process credits and RGAs accurately and timely.
• Assist with warranty claims and provide backup for the customer team.
• Handle a high volume of calls and emails with professionalism.

Skills

Communication skills

Time management

Attention to detail

Microsoft Office

ERP systems

Customer service

Team collaboration

Problem solving

Tools

Oracle

Microsoft AX/Dynamics 365

Job description

We begin with dreams. Dreams drive our motivation. Dreams are our future. The world's dreams, people's dreams, our dreams. Our passion creates ideas that make dreams come alive. Technology and products that were only dreams become reality. All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.

Job Summary

The HVAC Customer Service Representative II supports customers and internal teams by providing helpful information, answering questions, and resolving issues. The CSR role is the front line of support to help ensure that customers are satisfied with products, services, and features. Also providing solutions that fit individualized situations and prioritize the customers' needs at each step of the process.

Job Description

Key Role & Responsibilities This position requires the ability to work independently as well as in a team setting and will be expected to accept direction from the Customer Service Supervisor/Manager with the ability to work amicably and productively with co-workers. Ensure a prominent level of accessibility to customers, including the handling and processing of a large volume of phone calls or e-mails in a prompt and efficient manner. Maintain a positive, empathetic, and professional attitude toward customers always. Serve as the point of contact and the voice of the customer to various departments within the sales order process (i.e., engineering, quality, operations, etc.). Communicate directly with external customers to provide lead times, pricing, availability, delivery dates, order acknowledgements, updates, and shipping information. Direct information and updates to the proper individuals within the organization. Solve problems that arise through the sales order process. Assist with warranty claims. Provide backup as required for customer team members. Process credits and RGA's (Returned Goods Authorization) accurately and in a timely manner, according to department procedure. Additional tasks and duties assigned based on business needs. Must be able to work 3/2 hybrid work schedule at present (3 days in office and 2 days remote from home). Candidate must be flexible to work in office up to 5 days a week based on business needs.

Experience/Skills:

• Minimum 3-5 years' relevant Customer Service experience.
• Previous experience in HVAC products and service is a plus.
• Excellent communication skills (active listening, phone, and written communication skills).
• Ability to prioritize, attention to detail, and manage time effectively.
• Ability to analyze information and relay to individuals at different levels.
• Strong PC skills with proficiency in Microsoft Office required.
• Excellent written and oral communication skills, pleasant telephone etiquette and people skills.
• EDI, Oracle, or Microsoft AX/Dynamics 365 experience a plus.
• Demonstrate a commitment to high professional ethical standards in a diverse workplace.
• Excel at operating in a fast-paced community environment.

Equal Employment Opportunity and ...

Equal Employment Opportunity (EEO) and Aff ... encouraging diversity. All qualified applicants receive consideration for employment without regard to their age, gender, gender identity, sexual orientation, race, color, genetic information, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law. For more information regarding your (EEO) rights as an applicant, please visit the following website: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Work Shift Schedule

No Soliciting Nidec will not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to Nidec job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers. Pre-approval from the Nidec Talent Acquisition team is required before any external candidate can be submitted and such candidate must be submitted to the Nidec Talent Acquisition team.

Nidec has worked its way up to become the world's No.1 manufacturer of small precision motors. In the process, Nidec has gradually expanded its product lineup to include a variety of small to large motors, application products for machinery, and electronic and optical components. At present, its products are used in a wide range of fields and devices including information and telecommunications equipment, office equipment, home appliances, automobiles, industrial equipment, and environmental energy. "For Everything that Spins and Moves", the Group is creating next-generation drive technologies to meet the needs of the society.